People Connect Lead

hace 2 meses

San Francisco, Heredia, Costa Rica Moody'S A tiempo completo

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.

The Department/Team

Our People Team is dedicated to powering Moody's growth with exceptional talent developed through impactful insights, processes, and experiences in an inclusive community where people want to come and stay.

The Role

The People Services & Solution People Connect Lead provides seamless customer experience for Moody's employees on specialized and escalated inquiries, as well as necessary support to various HR projects and other service improvement activities.

Key Responsibilities

  1. Provide guidance to employees on specialized and escalated cases, tracking all cases through ServiceNow, in a timely and thoughtful manner.
  2. Provide necessary SME support to global process improvement projects, including process analysis, design, and overall execution.
  3. Partner with key stakeholders and colleagues across the People function to support various project teams, respond to audit inquiries, and perform lead roles on relevant work streams.
  4. Support a diverse range of specialized employee cases when raised within time zones, identifying the appropriate parties to notify, where applicable.
  5. Initiate and support actions aiming to improve quality, quantity, speed, and efficiency of People services.
  6. Utilize specialized knowledge across several COE areas.
  7. Stay up to date and continue to expand specialized knowledge and area of expertise.
  8. Act as a champion to promote customer-centric thinking and behavior.
  9. Leverage a deep knowledge in one or more of the key specialty areas, including employee relations, benefits, compensation, immigration, mobility, talent acquisition, and other People-related functional areas to respond to employee cases.
  10. Process, verify, and maintain documentation relating to all aspects of the employee lifecycle.
  11. Actively interact with multiple departments to resolve employee inquiries, investigate, and resolve escalated specialized inquiries.
  12. Administer HR processes and procedures with close attention to confidentiality, timeliness, People Services & Solutions standards, and privacy.
  13. Uphold People Services & Solutions policies, procedures, and work instructions, including meeting operational standards and maintaining employee satisfaction.
  14. Establish strong working relationships across the People Services & Solutions Hub global and regional teams to understand business requirements, support the use of ServiceNow, further incorporate technology, and continually improve People processes.
  15. Adhere to all service level agreements and organizational effectiveness measurements.
  16. Perform ad-hoc tasks as assigned by the leadership team.

Requirements

  • Bachelor's degree or equivalent.
  • 3-5 years of experience in HR or another related field.
  • Experience within SuccessFactors and ServiceNow.
  • Working knowledge of general HR practices and (region) regulatory guidelines.
  • Ability to form trusted partnerships across all levels of the global organization.
  • Strong written, oral, and interpersonal communication skills in English.
  • Possession of specialized knowledge within employee relations, benefits, compensation, immigration, mobility, talent acquisition, or other HR functional topics.
  • Understanding of end-to-end user experience within HR processes.
  • Strong familiarity with data problem-solving and trend spotting with a human-centered mindset.
  • Ability to prioritize, work collaboratively, and thrive in a fast-paced environment adapting to new technologies when needed.
  • Sound judgment and discretion with sensitive information.
  • Effective listening and growth mindset to service a diverse employee population.
  • Commitment to continual process improvement.

Preferred

  • Bilingual capability (English and other language) preferred.
  • Demonstrated ability to facilitate large, cross-functional teams through the solution of complex business problems using a variety of techniques and approaches.
  • Knowledge and understanding of Lean, Agile, Design Thinking, and Six Sigma methodologies.

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